Lowe's Home Improvement

Reviews

• PS

  Patrick Slaughter

  6 days ago
  4.0
  Got what you're looking for. Just ask a coworker
• MA

  Madisyn Alberry

  Aug 8, 2026
  5.0
  James and Brian were so kind to walk us out to our car in the rain with umbrellas, so kind. James lead us right to what we were looking for inside as well! Kindness goes a long way. Thank yall!
• JE

  James Evans

  Jul 29, 2026
  1.0
  Here's the short version (if you want the details please see the account below): Exceptionally poor customer service and a profoundly frustrating experience which ultimately led to us cancel the kitchen countertop remodeling job that we sought to have done by Lowe's. Here are the details if you are interested: After a good deal of thought and comparison shopping we decided to entrust new kitchen countertops in our home to Lowe's. We went with Lowe's initially because we had a prior experience with a different department at that store that was very good (Home Decor for new window blinds; sales person was John Chisholm; he was great). The kitchen countertop experience started off well. The sales person, Jason Stokes, initially seemed interested in making our experience satisfactory. A couple of days after the sale and payment of the deposit, we had a few routine questions regarding our order and installation. We sought to speak with someone who could answer these minimal, basic questions. However, as soon as we had tendered our down payment, Jason was literally impossible to reach. We emailed and left messages on multiple occasions for him over a two week period and never received a single call-back or return email. In the meantime, given our inability to reach the representative who sold us the countertops (Jason Stokes), I tried to deal with the central Lowe's number that we were given at the point of sale, as well as the specific store (e.g. customer service). Suffice to say that we were never able to reach anyone who could or would help. I called multiple numbers that were given to me when we made the original purchase to try to get a few basic questions answered but could never reach anyone who was both willing and able to answer a few very simple questions. All I wanted was an answer to a couple of routine questions! For two weeks I left my phone's ringer on hoping in vain that someone would contact me in response to my numerous calls and emails. I finally resorted to AI to find a number through which I might possibly contact someone at Lowe's who would demonstrate a modicum of interest in providing at least a basic level of routine customer service. I was ultimately able to reach someone in the refunds/purchase department (Sandra) who was very nice. Given that our experience with Lowe's was so miserable, we decided not to entrust our kitchen countertops to a company who could not even be bothered to return multiple messages and we cancelled our order. In addition to refunding the bulk of the down payment, I asked that the "site visit" fee of $129 (accrued when the gentleman came out to measure our kitchen) be refunded. This portion of the down payment is not normally refunded upon cancellation - but when I explained that we were essentially forced to cancel the job due to Lowe's unwillingness or inability to answer a routine query, we were fortunately able to get that portion of the down payment refunded as well. All-in-all, this was an extraordinarily frustrating experience. As I mentioned above, we were originally predisposed to be happy with Lowe's. However they completely failed to live up to even the lowest expectations that anyone would have for a kitchen remodeling job. Proceed with Lowe's at your own peril.
• YC

  Yunfeng Cui

  Jul 27, 2026
  1.0
  If I could give a negative rating, I absolutely would. I started my water heater replacement through Lowe's Water Heater Project website. After submitting my information, I was contacted by their installer, who came to my home the next day and installed a new water heater. About a week later, I discovered a large dent in the brand-new water heater. This wasn't a minor cosmetic blemish—it was significant enough to make me concerned about possible internal damage and the long-term reliability of the unit. Since I had paid full price for a brand-new water heater and professional installation, I expected Lowe's to stand behind its product and service. Instead, I experienced one of the worst customer service experiences I have ever had. Every inquiry eventually led me to a department called "Customer Solutions." I still don't know whether this is a Lowe's department or a third-party contractor, but whoever they are, they completely failed to resolve the issue. The representative assigned to my case showed little interest in actually solving the problem. Every conversation followed the same script. He would ask whether I had contacted another party (the installer, the manufacturer, etc.), promise to call me back later that day or the next day with an update, and then never call. After waiting a week with no response, I would have to start the entire process over again. Even reaching him required multiple phone calls. Each time, I heard the same promises and received no meaningful progress. After months of this endless cycle, I escalated the issue to his supervisor. Unfortunately, that was no better. I was told that they had spoken with a Lowe's regional manager, who had refused to authorize a replacement of the damaged water heater. When I requested the regional manager's contact information so I could discuss the matter directly, they flatly refused to provide it. Instead, they claimed they fully represented Lowe's and that their decision was final, leaving me with no opportunity to appeal or even speak with the person supposedly making the decision. After more than three months of repeated phone calls, broken promises, and complete lack of accountability, I finally gave up. The end result? Lowe's charged me full price for a brand-new water heater and installation, delivered a damaged product, and then refused to replace it or take responsibility. The most frustrating part wasn't just the damaged water heater—it was the complete absence of customer service, accountability, and follow-through. This experience has completely destroyed my confidence in Lowe's installation services. If this is how Lowe's handles warranty issues and customer complaints, I cannot recommend purchasing a water heater or any installation service through them. My advice to anyone considering Lowe's installation services: If something goes wrong after installation, don't expect Lowe's to stand behind the product or make things right. Based on my experience, once they've collected your payment, you're largely on your own.
• JJ

  J

  Jul 22, 2026
  2.0
  I wanted to let you know that your store lost approximately $600 in business from me yesterday. I came in intending to purchase propane bbq tanks and patio furniture. The QR code on the patio display directed me to an out-of-stock Charlotte location, so I asked an employee at the front for help. He told me he couldn’t leave the desk and directed me to another employee. That employee was apparently too busy helping another customer to speak with me, so I asked if he could come back when he was finished to answer a few questions about the patio furniture. He said, “Sure, I’ll be back.” He never came back. The customer he was helping eventually did come back—and checked out. I then found another employee stocking shelves, who was helpful enough to call a “Code 1 Patio Furniture” for me. I returned to the patio furniture section and waited again. Nobody came. During the approximately 30 minutes I spent trying to get someone to help me, I heard multiple additional “Code 1” calls for other areas of the store. Apparently, “Code 1 Patio Furniture” is either not a real request for assistance or simply not one anyone felt compelled to respond to. Eventually, I looked up alternative brands on Amazon while standing in your store and placed a roughly $700 order there instead. So, to summarize: I entered your store intending to spend approximately $600 on patio furniture. I spent roughly 30 minutes attempting to get basic assistance from employees who were visibly present and apparently busy, but never actually available to help me. I ultimately left and gave the sale to Amazon. I did, however, purchase two propane tanks, so you did manage to capture approximately $13 in business. The checkout employee then wished me a nice day without asking whether I had found everything I needed—which, by that point, was almost comically beside the point. You lost a $600 sale yesterday because your store could not provide a customer with approximately five minutes of basic assistance.

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